Company
Esko is part of Veralto's Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Its products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.
Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide, and a global team of 16,000 associates.
Job Description
The Service Desk Engineer is responsible for providing remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and be flexible to work in a 24/7 environment. This role is located in Bangalore and is ON-Site.
In this role, a typical day will look like:
•Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bitlocker recovery, and O365 tools.
•Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
•Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
•Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
•Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
•Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
•Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
•Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.
The essential requirements of the job include:
•Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
•5-7 years of experience is required as a Service Desk Engineer or Technical support.
•Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
•Familiarity with remote support tools and technologies.
•Active Directory User Administration.
•Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
•Customer-centric approach with a passion for delivering exceptional customer service.
•Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
•Ability to work independently and collaboratively in a fast-paced and dynamic environment.
•Experience working with IT Service Management practices (e.g. Incident/problem/change management, etc.) using enterprise ticketing systems and tools.
•Flexible to work in different shifts to provide 24/7 support.
